Service Desk Technician

Concordia Plans, a provider of retirement and health benefits, seeks a Service Desk Technician to provide frontline technical support to internal staff and external users. The role ensures seamless user experiences by responding to and resolving technology‑related inquiries, troubleshooting issues, and supporting continuous improvement of IT support processes.

• Competitive compensation
• Pension plan
• 403(b) plan
• Health insurance at no cost to the employee
• Additional benefits

• Provides first‑level technical support for hardware, software, system access, and network‑related issues via ticketing systems, email, phone, or in‑person.
• Assists in the setup, maintenance, and troubleshooting of desktops, laptops, mobile devices, and peripheral equipment.
• Manages user accounts and access through Active Directory, Azure Active Directory, and Microsoft 365.
• Supports the configuration, installation, and updates of operating systems, productivity applications, and standard business tools.
• Monitors performance metrics and service levels, ensuring timely resolution of issues in alignment with defined SLAs and KPIs.
• Maintains accurate and up‑to‑date documentation, including technical manuals, internal procedures, user guides, and support knowledge bases.
• Collaborates with infrastructure, cybersecurity, and other IT teams to troubleshoot complex technical issues and support enterprise‑wide technology initiatives.
• Identifies recurring problems, analyzes root causes, and recommends process or technical improvements.
• Provides clear, courteous, and solution‑oriented communication to users at all levels of technical proficiency.
• Assists in the training of staff on IT systems, support procedures, and self‑service resources.
• Participates in IT projects and testing efforts, including system upgrades, deployments, and implementation of new tools or services.
• Stays current with emerging technologies and best practices in help desk and service support.

• Bachelor’s degree in information technology, computer science, or a related field preferred.
• 2+ years of experience in a technical support or help desk role.
• Proficiency in Microsoft 365 administration.
• Proficiency in Active Directory and Azure Active Directory.
• Intermediate knowledge of Windows 10/11 desktop support.
• Knowledge of network infrastructure.
• Knowledge of help desk operations, support processes, and ticketing systems.
• Certifications such as ITIL, CompTIA A+, or Microsoft Role‑Based Certifications in 365 are a plus.

• Active Listening
• Analytical Insight
• Collaboration
• Communication
• Consultative Approach
• Data Analysis
• Data Security
• Detail‑Oriented
• Learning Agility
• Problem‑Solving
• Project Management
• Results‑Oriented
• Social/Interpersonal Skills
• Teamwork
• Trustworthy